National Director, Customer Service
New
J
JobgetherCustomer service
Based in the United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- At least eight years of progressive customer service leadership experience, including three to five years managing teams across multiple sites, brands, or business units.
- Required Skills
- Project ManagementArtificial IntelligenceMicrosoft ExcelPowerPoint
Requirements
- Bachelor’s degree in Business or a related field, or equivalent professional experience.
- At least eight years of progressive customer service leadership experience.
- Three to five years managing teams across multiple sites, brands, or business units.
- Experience in a holding company, franchise, multi-brand retail or consumer organization, or private equity portfolio company is strongly preferred.
- Demonstrated ability to establish consistent service standards and processes while preserving appropriate local autonomy.
- Ability to influence and collaborate with senior leaders and stakeholders who may not report directly to you.
- Experience identifying customer needs, resolving service challenges, and developing solutions that improve satisfaction and operational performance.
- Experience with relevant web and e-commerce tools and platforms, including CRM systems, Excel, and PowerPoint.
- Project management skills to coordinate cross-functional initiatives, manage priorities, and deliver results.
- Ability to work independently from a home office or another approved location, maintain reliable internet access, manage deadlines, and collaborate virtually.
- Ability and willingness to travel up to 20% of the time.
Responsibilities
- Develop and implement a unified customer service strategy, service-level standards, quality benchmarks, and scalable operating practices.
- Create repeatable processes, playbooks, and service guidelines across business units, brands, products, and markets.
- Establish and monitor customer service KPIs, including CSAT, NPS, first-contact resolution, and average handle time.
- Assess which customer service functions should be centralized and which should remain decentralized.
- Oversee selection, implementation, integration, and optimization of CRM systems, ticketing tools, phone and chat platforms, and other service technologies.
- Lead AI initiatives to modernize systems, improve workflows, and increase operational efficiency.
- Build dashboards and reporting frameworks for executive visibility into service performance.
- Recruit, lead, coach, and develop customer service managers and their teams; standardize onboarding, training, and quality assurance.
- Manage staffing models, scheduling, workforce capacity, and resource allocation.
- Partner with cross-functional teams and business leaders, resolve complex customer escalations, and lead service integration and transformation initiatives.
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